Sometimes payments can be deducted from your customer's available balance but not processed. This is called 'ringfencing.'
When a transaction is being processed on your machine, the transaction amount is categorised as 'pending awaiting authorisation code' by the consumer's bank. This means that the amount due for the transaction is moved from your customers' available bank balance, to their 'pending' balance, to prepare for the transaction to be collected.
If the payment is not then authorised (for example, the transaction fails, or a preauthorisation is not 'completed'), the amount will move back from the customers' pending balance, into their available funds - this is not always immediate, and can take up to 10 working days.
Paymentsense, and the acquiring bank who process your funds through your account with us, have no authority over this process as the transaction is not being held by either party - the funds are moved by your customers' bank.
Contact your bank if you have any questions about this process or any ringfenced transactions in your bank account.